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JBNolt_Resume_v1

By Matthew Ward,2014-05-12 22:39
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JBNolt_Resume_v1

    John B. Nolt

    1276 Oak Grove Ave SE ? Atlanta, GA 30316 ? (404) 423-9024 ? john.benjamin@gmail.com

     OVERVIEW

    Mid-Senior Product Manager and Interaction Designer with a successful track record of

    accomplishment in designing, developing and implementing Web applications, client

    software, help systems and communities. Extensive experience in customer communication

    and support through user-focused design. Proven ability to drive projects, restore

    dysfunctional team relations, and crystallize product design and feature requirements. Adept

    at managing cross-functional teams to realize business objectives, establish and foster strong

    cross-departmental relationships and improve departmental operations to reduce overhead.

     EXPERIENCE

    2007 - Present Atlanta, GA EarthLink, Inc.

     Product Manager, Access Products

     ; Designed and managed the merger of EarthLink’s online customer account

    management Web site with the corresponding property of a major subsidiary,

    PeoplePC

    ; Managed cross-functional team of 20+ members in the implementation and launch of

    EarthLink’s first Community Q&A Support channel

    ; Managed the maintenance and improvement of online customer support and account

    management Web sites

    ; After corporate restructuring inherited ownership of multiple communications

    products and developed business plans to decide whether products should be

    continued or sunset.

    ; Revised and completed product requirements for clarity and vision, which allowed

    development to successfully implement critical features of the application

    ; Built trust-relationships with team members to push project to completion

    ; Worked with Product and Information Architecture teams to spec and develop

    moderation and community enhancement functionality

    ; Enforced product timeframes and build-quality standards

    ; Developed product launch plan for implementation and marketing

    ; Developed 2007- 2008 product plans and roadmap

    2000 2007 Atlanta, GA EarthLink, Inc.

     Lancaster, PA Senior Technical Editor, Interface Design

     ; As lead Interface Architect for Windows RSS newsreader application, worked with

    Product to enhance user-centered design implementation, realize business goals, and

    enhance user satisfaction with a cutting-edge interface and interaction design

    ; Participated in Interaction Design of premium antivirus/antispyware/firewall

    application, refining an existing interface into a unique experience that simplified the

    management tasks security software asks of an ordinary user

    ; Wrote product requirements, help, and UI copy for Web Hosting product update, and

    lead project to successful implementation when Product Management abruptly left

    the company

    ; Wrote and implemented User Interface copy for EarthLink client and Web-based

    applications including email, RSS, Web Hosting, Dial-up Access, VOIP, Toolbars,

    AntiVirus, AntiSpyware, and Firewall management

    ; Contributed to usability testing design, implementation, and analysis for dozens of

    EarthLink products

    ; Developed and implemented single-source content creation process using Adobe

    Framemaker and SGML

    ; Created Web-based help systems for EarthLink applications to support Web Hosting,

    IE and Firefox toolbars, Web Mail, and Customer Account Maintenance

    ; Created Windows help systems for EarthLink client applications to support email,

    connection, RSS newsreading, VOIP

    ; Used PHP, MySQL, and HTML to develop and implement task-management system

    used by Editorial and User Interace teams to track responsibilities and deliver assets

    and copy

    ; Wrote dozens of technical, layman-accessible how-to articles for EarthLink’s

    customer magazine “eLink”

    1997-2000 Harrisburg, PA MindSpring, Inc.

     Technical Writer, Customer Support and Marketing

     ; Wrote hundreds of informational and how-to articles for MindSpring’s support Web

    site, help.mindspring.com

    ; Developed and implemented content management system for help documentation

    ; Served as liaison for development team with product design and management

    ; Designed usability testing parameters for printed user guides, and participated as a

    lead team member in usability testing and followup evaluation

    ; Developed and implemented presentation of help documentation and navigation for

    help.mindspring.com

    ; Wrote printed guide for MindSpring Web Hosting

    ; Wrote several chapters of the printed user guides for MindSpring products including

    dial-up connection managers, email applications, and connection kits

    ; Wrote and participated in designing quick-start guides for client applications

    1996 1997 Harrisburg, PA MindSpring, Inc.

     Phone Support Agent, Technical Support

     ; Researched and analyzed persistent customer pain points on a daily basis and over

    time

    ; Assisted MindSpring customers with technical problems

    ; Participated in developing internal support tools

    ; Served as liaison between Technical Support and Customer Service

     QUALIFICATIONS

     ; Proven client relationship, project management and web production skills

    ; Exceptional ability to analyze and translate abstract, complex ideas to developers and

    business people in their own language

    ; Full understanding of web solutions, from architecture and database structures to

    front-end usability and design

    ; Experience with HTML, XML, SSH, SQL, Perl, PHP, Javascript, MS Project,

    Illustrator, Photoshop, Visio and the full MS Office suite

    ; Established ability working in a team environment and leading several distributed

    projects at once

    ; Exceptional presentation, public speaking and communication skills

     COMMUNITY

    2001 - Present Song Fight!

     Ringleader, Community Leadership and Enhancement Principal

    ; Moderated highly active online community of songwriters and home-recording

    engineers/enthusiasts

    ; Managed Web presence and coordinated weekly songwriting contests

    ; Participated as an active, recording musician on the site

    ; Facilitated, promoted, and organized live concerts across the country

    1985 - 1994 Capital Area Therapeutic Riding Association

    Volunteer

    ; Participated as a side-walker and horse leader in therapeutic horseback riding lessons

    for people

    ; Maintained health and happiness of a farm full of therapy animals including horses,

    ponies, donkies, goats, dogs, cats, guinea pigs, and chickens

     EDUCATION Millersville University of Pennsylvania

    1994 Bachelor of Science, Music Education

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